7

Attaching attachments to email and Notes

1) Allow attaching of multiple attachments in Notes Section through browse link and through Drag and Drop 2) Allow attaching of multiple attachments in Email through browse link and through Drag and Drop Feature.

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1 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
5

Incoming email in queue when send by internal user should not be dependent on system settings

Incoming email in CRM queue when send by internal user should not be dependent on system settings "Track emails sent between Dynamics 365 users as two activities", as it creates confusion for the end user when they see two emails in social pane in CASE record. Although we have 'status reason' ...

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0 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,

PM,

Microsoft.

4

Request to create option "Track emails sent between Dynamics 365 users and Queue as two activities"

[Design Change Request] ======================== - There is an option "Track emails sent between Dynamics 365 users as two activities" - If checking this option, both sent email from User A and received email from User B will be tracked. - If unchecking, only sent email from User A will be tra...

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0 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We need some more details to understand your suggestion better. Can you please help us by answering the following questions?

  • What is the business scenario
  • What is the impact on agent productivity   

Sincerely,

PM,

Microsoft.

1

SLA KPI - Manual creation utility

Sometime the SLA tracking fails to generate in the new UI model. However there is no way to create the instance manually after the Case is created to retroactively create what the system failed to generate. Adding a manual creation route to fix these instances would be a huge benefit. Having a...

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0 Comments

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New